Dreams Casino - Hráč kritizuje komplikovaný a zdlouhavý proces ověřování.

My problem isnt their refusal to pay out, my problem is that in order for them to process my winnings they need not only my full credit card numbers used, intending to use or used at a sister casino, as well as scans of the card front and backs as well!

I provided valid I'd, proof of address and proof of identity (via selfie their system takes?). That should be enough, but my cc numbers and photos of them to process an outgoing payment to me, not from me screams of fraud and identity theft.

I emailed them and asked why they need full numbers, and stated that it wasnt safe for me, and when I make a deposit they dont even get that info, their processor does, so why do they need it. No response as of yet.

Dear Sharon,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Have you been advised what exactly seems to be a problem in verifying your account? Could you please forward any relevant communication to petronela.k@casino.guru? Have you deposited any funds int your account already or your winnings have been accumulated purely from a No Deposit bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Dear Sharon,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.